Support Escalation Manager

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Matillion is data transformation for cloud data warehouses. In addition to award-winning, highly rated products, we are proud to have highly rated employee reviews on Glassdoor.


Matillion is dual-headquartered in Manchester, UK and Denver, Colorado and we are expanding teams globally across all functions.


As a company, our core values drive our processes. We have a bias for action, we innovate and demand quality, we work with integrity, we are confident without arrogance, customer obsessed and care about our people and our communities. We are looking for people to join Matillion who share our integrity, drive and passion.


We are now looking for a Support Escalation Manager to join #TeamGreen in the US. The role can be based from our Denver-HQ, or remotely across the US.


Responsible for coordinating the efforts to resolve critical customer issues, major interruptions and client-impacting events. Coordinating and engaging with other teams such as Sales, Professional Services, Support and Engineering is critical to effectively solving these important situations.


What you will be doing;

Provide incident and escalation management

  • Responsible for managing support Escalations in partnership with engineering, product, Success Management, Technical Support, customers and partners until resolution 
  • Own the escalation process from point of escalation to resolution along with action and communication plan
  • Proactively monitor the support queue to help the support management team resolve incidents from high priority customers before they are escalated
  • Responsible for customer satisfaction
  • Ensure escalations are fully documented and work with the case owners to ensure that the case is documented and executed correctly
  • Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation.
  • Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls and deliverables, and interpret trend/regression patterns. Meet deliverable timelines based on pre-scheduled activities and events, such as customer, team, and executive updates.
  • Manage customer-facing communications for Incidents, explaining the details of disruption, the impact on customer applications and how we are working towards a resolution.
  • Create and execute a data-driven customer get-well plan.
  • Develop strong partnerships internally with Sales, Services, Support and EngineeringView problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders.
  • Effectively advocate for required solutions to provide the best customer experience.
  • Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation.
  • Assist with Critical Account Program.

Enhance operational efficiency

  • Coordinates all the resources required to resolve an escalation
  • Creates new escalation records, analyzes the customer requirements and creates an action and communication plan for the escalation.
  • Participate as required in R&D and Support initiatives and meetings.
  • Participate in on-call rotation.
  • Leverages data, metrics and open feedback to make operational, tactical decisions towards resolving escalations and incidents.

What we are looking for - Essential

  • Enjoys working with a high-performing, fast-paced team.
  • Works with a high degree of integrity, accountability, attention to detail, planning expertise, and execution.
  • The ability to understand proactive and reactive data points and develop a plan of action for a customer is a critical factor for success.
  • A thorough understanding of business impacts related to technical issues.
  • Excellent contextual interpretation and writing skills, including the ability to effectively summarize pages of information into concise and readable paragraphs.
  • Technically competent in Cloud environments, Data Warehouse architectures and Software development methods. 
  • Project Management skill
  • Ability to understand and translate technical information and issues into business cases, impacts, and risks that can be easily interpreted by the customer. 
  • Demonstrates strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives.
  • Understands both proactive and reactive escalation management practices and how to analyze and apply data to a decision-making process.

Personal Capabilities Required, e.g. skills, attitude, strengths

  • A passion for customer service
  • A great love for helping people, both externally and internally
  • Inquisitive
  • Keen to learn
  • Able to independently investigate and understand problems
  • Some flexibility in working hours will be useful
  • Attention to detail, especially with regard to documentation, audit, and data quality

Find out more about Matillion and our core company values.


Our Benefits

- A truly flexible & remote working culture

- A culture that promotes work-life balance

- Company Equity

- Access to mental health support

- 15 days PTO that increases to 25 after 12 months of service

- 5 days paid volunteering leave

- Health insurance

- Life insurance

- 401K

- Career development with monthly "hackdays" and access to a Udemy account

& much more!


We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch.

Alternatively, if you are interested in Matillion but don't see a suitable role, please email [email protected]


Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

More Information on Matillion
Matillion operates in the Cloud industry. The company is located in Denver, CO. Matillion was founded in 2011. It has 573 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Pair programming. To see all 3 open jobs at Matillion, click here.
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